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The system can't locate an applicant account

A borrower can't continue an application when the system can't match them to your daily imported data files. This is the most common issue staff see, and it's usually a small mismatch you can find quickly.

Symptom: The borrower enters their name, date of birth and checking account number in the loan site, and the application says it can't find their account.

Look up the borrower

  1. In the management portal, click the Research Tool.
  2. Enter the borrower's name or email address.
  3. Scroll to the Customers category. Click the borrower ID in the search results row.
  4. Compare the name, date of birth and linked checking accounts on file with what the borrower entered.

If the name doesn't match

The name must match exactly as it appears in the system. A middle name, nickname, hyphen, suffix such as Jr. or a small spelling difference will cause the system to not recognize the applicant. Tell the borrower how their name appears in your records and ask them to enter it that way into the loan site.

The date of birth on file is wrong

This is common on older records. The borrower needs a records correction at your financial institution, then can apply after the next daily import file is loaded.

The account number was entered wrong

One wrong digit stops the match. Confirm the number from your records and ask the borrower to enter it into the loan site with no spaces or extra characters.

The account type isn't in your daily file

Some account types, such as nonprofit, IOTA and trust accounts, may be left out of your daily file import. The borrower can apply with another eligible account if they have one.

The borrower isn't a signer on the business account

For business applications, the guarantor must be a signer on the business checking account. Confirm their signer status.

The account or customer is new, closed or charged off

Your data in our system reflects the prior business day's daily import. If the account was opened or the borrower was added today, ask them to try again the next business day. Each upload replaces the previous one, so closed or charged off accounts drop off and won't be found.

In Summary: If the borrower isn't in the lookup at all, the likely causes are a very new account, an excluded account type, or a problem with how the record was set up in your core.